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1
Blight, Jim. "Customer privacy versus customer service." Information Security Technical Report 2, no. 1 (January 1997): 7–46. http://dx.doi.org/10.1016/s1363-4127(97)80880-1.
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Liu, Rong, Jiawei Yang, and Jifei Wu. "When Big Data Backfires: The Impact of a Perceived Privacy Breach by Pharmaceutical E-Retailers on Customer Boycott Intention in China." International Journal of Environmental Research and Public Health 19, no. 8 (April 15, 2022): 4831. http://dx.doi.org/10.3390/ijerph19084831.
Повний текст джерелаАнотація:
The objective of this study was to explore the impact of a perceived privacy breach by pharmaceutical e-retailers on customer boycott intention, especially the mediating role of emotional violation and the moderating effect of customer previous trust. Data were collected via a questionnaire survey of 335 customers of pharmaceutical e-retailers from China. Our research results showed that a perceived privacy breach by a pharmaceutical e-retailer had no direct effect on customer boycott intention; a perceived privacy breach positively affected emotional violation; emotional violation led to customer boycott intention; emotional violation played a mediating role in the relationship between a perceived privacy breach and customer boycott intention; and customer previous trust positively moderated the mediating effect of emotional violation.
3
Shy, Oz, and Rune Stenbacka. "Customer Privacy and Competition." Journal of Economics & Management Strategy 25, no. 3 (December 18, 2015): 539–62. http://dx.doi.org/10.1111/jems.12157.
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Mandal, Pratap Chandra. "Public Policy Issues and Technoethics in Marketing Research in the Digital Age." International Journal of Technoethics 12, no. 1 (January 2021): 75–86. http://dx.doi.org/10.4018/ijt.2021010105.
Повний текст джерелаАнотація:
Companies collect customer information in marketing research to understand customers and generate customer insights. Various public policy and ethical issues are associated with the process. The issues include intrusions on consumer privacy; misuse, misinterpretation, and misrepresentation of research findings; ethical and social dilemma in the collection of customer information; and ethical dilemma in generating customer insights through neuromarketing and its applications. In this digital age, it is easier to invade consumer privacy. Companies abide by the various laws and regulations enforced to protect customers and adopt a number of initiatives to convince their customers. Understanding of the various public policy and ethical issues and addressing such issues by adopting proper initiatives will help companies convince customers, build effective customer relationships, and achieve business excellence. The understanding might also help policymakers to appreciate the customer requirements and devise policies, rules, and regulations accordingly.
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Wijaya, Petra Surya Mega, and Ety Istriani. "PENGARUH FAKTOR-FAKTOR ANTESEDEN E-CUSTOMER SATISFACTION, E-CUSTOMER TRUST DAN COMPULSIVE BUYING PADA PEMBENTUKKAN E-CUSTOMER LOYALTY." Jurnal Manajemen 19, no. 1 (March 7, 2017): 1. http://dx.doi.org/10.24912/jm.v19i1.101.
Повний текст джерелаАнотація:
Temuan dari penelitian diharapkan dapat memberikan masukan yang berharga pada pengembangan teori belanja online dan bagi perusahaan yang akan melakukan penjualan secara online. Penelitian ini mencoba untuk menggabungkan penelitian yang dilakukan oleh Wang dan Yang (2008), Eid (2011) dan Campbell (2013). Adapun variabel penelitian yang akan digunakan adalah e-customer loyalty, e- customer satisfaction, e-customer trust, compulsive buying, user interface quality, information quality, perceived security, perceived privacy, dan competent behavior. Rumusan masalah penelitian adalah (1) apakah e-customer loyalty dipengaruhi oleh e- customer satisfaction, e-customer trust, dan compulsive buying, dan (2) apakah e- customer satisfaction dan e-customer trust dipengaruhi user interface quality, information quality, perceived security, perceived privacy, dan competent behavior. Sebanyak 200 kuesioner dibagikan secara purposive kepada masyarakat Yogyakarta yang berusia 15 tahun hingga 30 tahun dan pernah melakukan transaksi online sedikitnya satu kali dalam 6 bulan terakhir. Response rate penelitian ini adalah 100% karena penarikan kuesioner dilakukan saat itu juga sesaat setelah pengisian selesai. Pengujian hipotesis menggunakan alat analisis Structural Equation Modeling (SEM). Hasil penelitian menyatakan bahwa semua hipotesis yang diajukan dapat didukung, sehingga dapat disimpulkan bahwa (1) e-customer loyalty dipengaruhi oleh e-customer satisfaction, e-customer trust, dan compulsive buying, dan (2) e-customer satisfaction dan e-customer trust dipengaruhi oleh user interface quality, information quality, perceived security, perceived privacy, dan competent behavior.This study tries to combine research conducted by Wang and Yang (2008), Eid (2011) and Campbell (2013). Formulation of research problems are: (1) whether the e-customer loyalty is influenced by the e-customer satisfaction, customere-trust, and compulsive buying, and (2) whether the e-customer satisfaction and customer trusteinfluenced user interface quality, information quality, perceived security, perceived privacy, and competent behavior. A total of 200 questionnaires were distributed to the people of Yogyakarta purposive lyaged 15 years to 30 year sand never done an online transaction at least oncein thelast 6 months. Hypothesis testing using analytical tools. Structural Equation Modeling (SEM). The study states that all proposed hypothesis can be supported, so itcanbe concluded that (1) e-customer loyalty is influenced by the e- customer satisfaction, customere-trust, and compulsive buying, and (2) the e-customer satisfaction ande-customer trustis influencedbythe user interfacequality, information quality, perceived security, perceived privacy, andcompetentbehavior.
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Martin, Kelly D., Abhishek Borah, and Robert W. Palmatier. "Data Privacy: Effects on Customer and Firm Performance." Journal of Marketing 81, no. 1 (January 2017): 36–58. http://dx.doi.org/10.1509/jm.15.0497.
Повний текст джерелаАнотація:
Although marketers increasingly rely on customer data, firms have little insight into the ramifications of such data use and do not know how to prevent negative effects. Data management efforts may heighten customers’ vulnerability worries or create real vulnerability. Using a conceptual framework grounded in gossip theory, the authors link customer vulnerability to negative performance effects. Three studies show that transparency and control in firms’ data management practices can suppress the negative effects of customer data vulnerability. Experimental manipulations reveal that mere access to personal data inflates feelings of violation and reduces trust. An event study of data security breaches affecting 414 public companies also confirms negative effects, as well as spillover vulnerabilities from rival firms’ breaches, on firm performance. Severity of the breach hurts the focal firm but helps the rival firm, which provides some insight into mixed findings in prior research. Finally, a field study with actual customers of 15 companies across three industries demonstrates consistent effects across four types of customer data vulnerability and confirms that violation and trust mediate the effects of data vulnerabilities on outcomes.
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Pradnyadewi, Luh Putu Ariestari, and IG A. K. Giantari. "Effect of E-Service Quality on Customer Satisfaction and Customer Loyalty on Tokopedia Customers in Denpasar." European Journal of Business and Management Research 7, no. 2 (April 6, 2022): 200–204. http://dx.doi.org/10.24018/ejbmr.2022.7.2.1297.
Повний текст джерелаАнотація:
The purpose of this study is to examine and explain the effect of e-service quality on customer satisfaction and customer loyalty to Tokopedia customers and the role of gender on this influence. This research was conducted in Denpasar City with 110 respondents. Data were collected through questionnaires and then analyzed using Structural Equation Model (SEM) using PLS (Partial Least Square) and MGS (Multi-Group Analysis) analysis techniques. The results of this study indicate that the dimensions of privacy, responsiveness, convenience, reliability, efficiency have a positive and significant effect on customer satisfaction. Customer satisfaction has a positive and significant effect on customer loyalty. There are differences in the effect of customer satisfaction on customer loyalty based on gender. On the direct influence of the dimensions of Privacy, Responsiveness, Ease, Reliability, efficiency on customer satisfaction, there is no difference based on gender.
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Mandal, Pratap Chandra. "Public Policy Issues in Direct and Digital Marketing – Concerns and Initiatives." International Journal of Public Administration in the Digital Age 6, no. 4 (October 2019): 54–71. http://dx.doi.org/10.4018/ijpada.2019100105.
Повний текст джерелаАнотація:
Companies require information about customers to understand them, know their preferences, and develop relationships with them. Companies employ a number of direct and digital marketing channels to collect information and intelligence about customers. Marketers adopt a number of unfair practices for collecting information through direct and digital marketing and this raises concerns about consumer privacy. The article discusses the various aspects of consumer privacy and the need for protecting consumer privacy. The article further focuses on the various regulations enforced by regulatory bodies and governments of countries to protect customers. Various initiatives taken by companies to protect customers are discussed. Direct and digital marketing channels allow companies to collect information and intelligence about customers and to influence them. However, companies should be sensitive to customer concerns. This will help companies in building long-term customer relationships.
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Top, Cemil, and Bayad Jamal Ali. "Customer satisfaction in online meeting platforms: Impact of efficiency, fulfillment, system availability, and privacy." Revista Amazonia Investiga 10, no. 38 (April 12, 2021): 70–81. http://dx.doi.org/10.34069/ai/2021.38.02.7.
Повний текст джерелаАнотація:
As it is known business rely on the customers, which means the profitability of any company change depending on customer demand. Due to that, it is necessary to treat customers as the central factor of the market. In another meaning, Customer satisfaction is very important issue to a company’s business performance. In this regard, the purpose of this project was to determine the Impact of service quality on the customer satisfaction in the online meeting platforms. By means of service quality, we tested the impact of efficiency, fulfillment, system availability, and privacy on the customer satisfaction. Though conducting a survey data was collected. Different nationalities from various universities participated in this study including Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in Kurdistan region of Iraq. Based on the result fulfillment, privacy issues were affected the customer satisfaction mostly.
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Mandal, Pratap Chandra. "Shifts in Customer Relationship." International Journal of Applied Management Theory and Research 4, no. 1 (January 1, 2022): 1–19. http://dx.doi.org/10.4018/ijamtr.2022010102.
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Companies require building and maintaining customer relationships to achieve excellence in the digital age. Companies should be selective and should develop relationships with loyal and profitable customers and discourage unprofitable customers to continue doing business with them. Companies require developing interactive customer relationships which are mutually beneficial and understanding the growing importance of consumer-generated marketing in the digital age and online marketing domains in forming relationships. They should respect public policies like consumer security and privacy, have knowledge of customer rights, and respect those rights to win customer trust. Firms require developing customer preference programs to strengthen the bondage with passionate customers and to attract potential buyers and convert them into regular customers. All such strategies will help companies understand the shifting nature of customer relationships in the digital age, build in-depth customer relationships, succeed in the tough environment, and achieve business excellence in the digital age.
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Thaichon, Paramaporn, and Charles Jebarajakirthy. "Evaluating specific service quality aspects which impact on customers’ behavioural loyalty in high-tech internet services." Asia Pacific Journal of Marketing and Logistics 28, no. 1 (December 31, 2015): 141–59. http://dx.doi.org/10.1108/apjml-02-2015-0027.
Повний текст джерелаАнотація:
Purpose – The purpose of this paper is to examine the influence of quality perception on customers’ repurchase behaviour in home internet services. Specifically, it was found that information quality, and privacy affected customers’ commitment and perceived value which were directly related to customer behavioural loyalty. Design/methodology/approach – In order to achieve the research objectives, a model is proposed. The literature review and formulation of hypotheses related to each construct are then discussed. An online survey was conducted. The final usable sample size was 2,059. Findings – Information quality was a stronger determinant of commitment and value when compared with privacy. The positive indirect effects of information quality and privacy on behavioural loyalty were also confirmed. Originality/value – The research provides practical implications which can be used to design effective marketing strategies to retain customers in the residential internet market. Moreover, current issues of high-customer churn rate can be resolved. In general, the study confirms that putting customers’ privacy in the heart of company operations is critical for an internet service provider’s success and long-term sustainability.
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Al-Jabri, Ibrahim M., Mustafa I. Eid, and Amer Abed. "The willingness to disclose personal information." Information & Computer Security 28, no. 2 (August 26, 2019): 161–81. http://dx.doi.org/10.1108/ics-01-2018-0012.
Повний текст джерелаАнотація:
Purpose Customer privacy and security are major concerns. Online firms worldwide collect customer data for various reasons. This study aims to investigate factors that motivate and hinder a customer’s willingness to disclose personal information (WTD) to online firms on e-commerce websites. Design/methodology/approach Based on an extensive literature review, three sets of factors have been identified. These sets of factors are privacy concern, perceived disclosure benefits and privacy assurances. It is hypothesized that privacy concerns negatively affect the disclosure of personal information, while the perceived benefits of disclosure have positive effects. Privacy assurances would positively affect information disclosure and attenuate the negative effect of privacy concerns on the disclosure of personal information. The authors gathered data from 253 online customers in Saudi Arabia. Findings The results indicate that perceived disclosure benefits and privacy concerns have a significant positive and negative relationship, respectively, with WTD online. Privacy assurances had neither a direct nor a moderating effect on information disclosure. Research limitations/implications The findings will inform online firms about the factors that prevent or motivate customers to disclose personal information. Originality/value The effect of privacy concerns and benefits on personal information disclosure are not fully understood in Saudi Arabia. This study reveals more insights into the specific factors that make online customers reluctant or motivated to disclose their personal information.
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Noviryantika, Noviryantika. "DAMPAK LAYANAN INTERNET BANKING DALAM MENINGKATKAN KEPUASAN NASABAH." Jurnal Ekonomi Integra 9, no. 1 (December 26, 2019): 031. http://dx.doi.org/10.51195/iga.v9i1.123.
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Internet banking is currently a method of providing banking services to its customers. PT. Bank Bukopin uses Internet Banking technology in an effort to provide satisfaction to its customers. The purpose of this study was to determine the effect of efficiency, fulfillment, system availability, privacy, responsiveness, compensation and contact on the quality of internet banking services on customer satisfaction. The independent variable is the quality of internet banking services using 7 variable dimensions, while the dependent variable is customer satisfaction. The data analysis method uses multiple regression. The results showed that efficiency, fulfillment, system availability, responsiveness and compensation on the quality of internet banking services had a positive and significant effect on customer satisfaction at PT. Bank Bukopin Pontianak Branch. While privacy and contacts on the quality of internet banking services have a negative and significant impact on customer satisfaction of PT. Bank Bukopin Pontianak Branch.
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Amora, Ivone Fradia, and Supriyanto Supriyanto. "Analysis of Electronic Channel Service Quality on Customer Satisfaction of Bank Syariah Indonesia (BSI) During the Covid-19 Pandemic." AL-ARBAH: Journal of Islamic Finance and Banking 3, no. 2 (December 31, 2021): 159–74. http://dx.doi.org/10.21580/al-arbah.2021.3.2.10101.
Повний текст джерелаАнотація:
AbstractPurpose - This study aims to examine and analyze how the influence of Electronic Channel (E-Channel) service quality on customer satisfaction of Bank Syariah Indonesia.Method - The research uses a quantitative approach. The population used in this study is the customers of Bank Syariah Indonesia using E-Channel. With the number of samples in this study amounted to 100 respondents.Result - The variables of reliability, privacy and easy to use have a positive and significant effect on customer satisfaction. Meanwhile, the efficiency variable has a negative and significant effect on customer satisfaction. And for the design variable has no effect on customer satisfaction.Implication - The implication is that the quality of e-channel services (electronic channel) provided by the bank will affect customer satisfaction.Originality - This study analyzes the quality of service in the E-Channel includes five components, namely Reliability, Efficiency, Privacy/Security, Design, and Easy to Use on customer satisfaction.
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Altobishi, Thabit, Gizem Erboz, and Szilard Podruzsik. "E-Banking Effects on Customer Satisfaction: The Survey on Clients in Jordan Banking Sector." International Journal of Marketing Studies 10, no. 2 (May 24, 2018): 151. http://dx.doi.org/10.5539/ijms.v10n2p151.
Повний текст джерелаАнотація:
In general, the managers in financial organizations and institutions are willing to maintain customer satisfaction, in order to minimize their cost and strengthen their competitive advantage.In Jordan, most of the commercial banks offer their banking services electronically. Therefore, this research aims to investigate the effects of electronic banking services on customer satisfaction in the lights of survey questions asked to 175 clients in Jordan. The reviewed literature indicates that convenience, privacy, cost, ease of use, personalization and customization and security are six indicators that affect level of customer satisfaction with E-Banking. The survey questions conducted in these six indicators and statistical results shows a positive relationship between level of customer satisfaction and usage of E-Banking among customers. There is positive relationship between five indicators and level of customer satisfaction and usage of E-Banking. Only Privacy is not discovered to have an effect on Customer Satisfaction in Jordan.
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B., Kamaladevi, and Vanitha Mani M.R. "e-Shopping Experience in e-Tail Market." International Journal of Information Systems and Social Change 5, no. 2 (April 2014): 13–24. http://dx.doi.org/10.4018/ijissc.2014040102.
Повний текст джерелаАнотація:
Survival of fittest and fastest is the mantra of today's business game. In the modern e-Business era, the retailer must focus on the customer's e-Tailing experience to survive in the e-World. To focus an e-Customer's experience towards e-Tailing, the retailers should understand what “e-Tailing” actually means. e-Retailing is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. e-Tailing can be referred as e-web store, e-Shop, e-Store, Internet shop, web-shop, web-store, online store, and virtual store. On the other hand, e-Customer Experience Management is a strategy that focuses the operations and processes of an e-Business around the needs of the individual e-Customer. It represents a strategy that results in a win–win value exchange between the e-Tailer and their e-Customers. The goal of e-Customer experience management is to move customers from satisfied to loyal and then from loyal to advocate. This paper focuses on the role of macro factors influencing e-Customers to make e-Shopping and how they can shape e-Customer experiences and behaviors. As a result, e-Store information quality, e-Shopping cost, e-Store design quality, e-Privacy/security, e-Customer service and e-Delivery service quality are found as the macro factors influencing e-Customers towards e-Tailing.
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Hoang Thi Bich, Chi, and Hanh Le Nhat. "Affective and Instrumental Commitment: A Special Reference to Self-Service Technologies in Domestic and Foreign Banks." Journal of Asian Business and Economic Studies 23, no. 02 (April 1, 2016): 137–60. http://dx.doi.org/10.24311/jabes/2016.23.2.03.
Повний текст джерелаАнотація:
The current research investigates the effects of consumers’ perception (i.e. perceived usefulness, perceived convenience, and perceived security and privacy) of self-service banking technologies (SSBTs) on customer satisfaction, which in turn affects their affective and instrumental commitment toward banks. Based on the data collected from 176 domestic bank customers and 130 foreign bank customers in Vietnam, the current research examines and compares the proposed relationships across domestic and foreign banks. Its results indicate that, for the overall sample, perceived usefulness, perceived convenience, and perceived security and privacy of SSBTs positively affect customer satisfaction, which incidentally significantly increases customers’ affective and instrumental commitment. However, perceived usefulness of SSBTs is not an important driver of customer satisfaction with domestic banks. Also, in the case of foreign banks, perceived convenience of SSBTs does not influence customers’ satisfaction, and customers’ instrumental commitment toward foreign banks is not affected by customers’ satisfaction. Based on the research findings, this study provides some suggestions and recommendation for both domestic and foreign banking practitioners and policy makers in Vietnam.
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Liyanaarachchi, Gajendra. "Online privacy as an integral component of strategy: allaying customer fears and building loyalty." Journal of Business Strategy 41, no. 5 (May 18, 2020): 47–56. http://dx.doi.org/10.1108/jbs-09-2019-0183.
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Purpose This paper aims to demonstrate how building competency in privacy can be used to transform the corporate strategy to generate a sustainable competitive advantage. A novel framework is presented as a guide to redesigning strategy by striking a balance between customer expectation and organizational objectives. In doing so, the paper offers four possible outcomes of accommodation, accumulation, association and affiliation, providing illustrations to each scenario for strategy formulation. Design/methodology/approach The relationship between privacy paradox and corporate strategy was examined through a qualitative research study. The author conducted 30 in-depth interviews on grounded theory methodology investigating customer insights on the nature and extent of privacy protection associated with e-commerce and organizational approach. Findings The customers are dissatisfied with existing data security strategies adopted by firms in protecting privacy. The over-reliance on systems has negatively influenced the communication between the organization and customers, leading to a possible competitive disadvantage. The firms need to redesign privacy strategy shifting from a system-driven approach to providing personalized service. Originality/value This paper presents a novel framework the privacy strategy matrix (PSM), introducing privacy as a strategic expedient in transforming corporate strategy facilitating privacy protection as a metaphor for differentiation. PSM framework provides a standard to evaluate the effectiveness of the corporate strategy in managing privacy manifesting a path toward deriving a sustainable competitive advantage.
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Rust, R. T., P. K. Kannan, and N. Peng. "The Customer Economics of Internet Privacy." Journal of the Academy of Marketing Science 30, no. 4 (October 1, 2002): 455–64. http://dx.doi.org/10.1177/009207002236917.
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Desai, Mayur S., Thomas C. Richards, and Kiran J. Desai. "E‐commerce policies and customer privacy." Information Management & Computer Security 11, no. 1 (March 2003): 19–27. http://dx.doi.org/10.1108/09685220310463696.
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Mundy, Darren P. "Customer privacy on UK healthcare websites." Medical Informatics and the Internet in Medicine 31, no. 3 (January 2006): 175–93. http://dx.doi.org/10.1080/14639230600804820.
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Quach, Sara, Wei Shao, Mitchell Ross, and Park Thaichon. "Customer engagement and co-created value in social media." Marketing Intelligence & Planning 38, no. 6 (October 3, 2019): 730–44. http://dx.doi.org/10.1108/mip-04-2019-0218.
Повний текст джерелаАнотація:
Purpose The purpose of this paper is to understand the relationship between customer participation, co-created value and customer engagement as well as customer motivation involved in this process. Design/methodology/approach Respondents were randomly exposed to one of the six types of social media scenarios. A total of 181 respondents were drawn from an MTurk opt-in survey panel of individuals who resided in America and were over the age of 18 years. Findings Overall, the results of this study showed that as the level of customer participation increased, the level of co-created value decreased. The relationship between customer participation and customer engagement was fully mediated by co-created value. Extrinsic motivation was found to moderate the relationship between customer participation and co-created value but did not moderate the relationship between customer participation and customer engagement. Moreover, customer engagement was at its highest when an external reward was not offered, in other words, when customers were intrinsically motivated. Furthermore, when an external reward was offered, a significant effect of privacy concern on customer engagement was observed. Originality/value The study extends the current understanding of customer engagement through value co-creation, customer participation and perceptions of privacy in firm-initiated activities in social media.
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Deni Ardiansyah and Lies Handrijaningsih. "The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)." International Journal of Science, Technology & Management 2, no. 4 (July 25, 2021): 1415–22. http://dx.doi.org/10.46729/ijstm.v2i4.254.
Повний текст джерелаАнотація:
This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.
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Torrens, Marc, and Amir Tabakovic. "A Banking Platform to Leverage Data Driven Marketing with Machine Learning." Entropy 24, no. 3 (February 28, 2022): 347. http://dx.doi.org/10.3390/e24030347.
Повний текст джерелаАнотація:
Payment data is one of the most valuable assets that retail banks can leverage as the major competitive advantage with respect to new entrants such as Fintech companies or giant internet companies. In marketing, the value behind data relates to the power of encoding customer preferences: the better you know your customer, the better your marketing strategy. In this paper, we present a B2B2C lead generation application based on payment transaction data within the online banking system. In this approach, the bank is an intermediary between its private customers and merchants. The bank uses its competence in Machine Learning driven marketing to build a lead generation application that helps merchants run data driven campaigns through the banking channels to reach retail customers. The bank’s retail customers trade the utility hidden in its payment transaction data for special offers and discounts offered by merchants. During the entire process banks protects the privacy of the retail customer.
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Kurniawan, Yoga, and Afrida Putritama. "CUSTOMERS’ SATISFACTION FACTORS OF ONLINE TRANSPORTATION SERVICES." Nominal: Barometer Riset Akuntansi dan Manajemen 9, no. 2 (September 29, 2020): 13–32. http://dx.doi.org/10.21831/nominal.v9i2.29739.
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Abstract: Customers’ Satisfaction Factors of Online Transportation Service. The purpose of this study is to determine the effect of quality of information system, quality of service, perceived security and perceived privacy on customer satisfaction in using online motorcycle transportation. This research is a survey based research with quantitative approach. The populations in this study are all users of Grab online motorcycle transportation services in Special Region of Yogyakarta. Sampling technique in this study used purposive sampling (non-probability sampling) with a total sample of 162 people. The data collection technique used an online questionnaire that has been qualified for validity and reliability. The data analysis method is multiple linear regression analysis methods. The results showed that there is partial positive effect between quality of information system, quality of service, perceived security, and perceived privacy of Grab customers’ satisfaction. The four dependent variable simultanously showed a significant positive effect between customer satisfaction and the independent variable with value number of the coefficient of determination (adjusted R2) is 0,488, the value of the F-test results is 39.412> 2,868312 and significance 0.000. Keywords: Information Systems Quality, Service Quality, Perceived Security, Perceived Privacy, Customer Satisfaction
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Et.al, Jacinda Sukendia, Nanang Harianto. "The Impact of E-Service Quality On Customer Engagement, Customer Experience and Customer Loyalty in B2c E-Commerce." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (April 11, 2021): 3170–84. http://dx.doi.org/10.17762/turcomat.v12i3.1556.
Повний текст джерелаАнотація:
The purpose of this research is to examine the correlation of e-service quality, customers’ experience, customers’ engagement, and customers’ loyalty within B2C e-commerce. This paper describes a theoretical model for investigating the main dimension that influences on e-service context for loyalty: website design, fulfillment/reliability, customer service and security/privacy. Survey data were collected from 205 respondents who had made transactions through B2C e-commerce website in the last six months. The partial least squares technique was applied to test the research model. Based on the theoretical model, a comprehensive set of hypotheses were formulated and a methodology for testing them was outlined. These hypotheses were tested empirically to demonstrate the applicability of the theoretical model. The results indicate that customer experiences are influenced by e-service quality, customer engagement alongside with loyalties with B2C E-commerce. Meanwhile the other two factors, customer engagement and e-service quality were not influential to customer loyalty. This study offers a new understanding of customer loyalty in B2C e-commerce..
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Smith, Alan D. "Exploring the Inherent Growth of e-Tailing via e-Personalization and Technological Innovations." International Journal of Innovation in the Digital Economy 8, no. 1 (January 2017): 19–46. http://dx.doi.org/10.4018/ijide.2017010102.
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It is the hope of essentially all e-tailers to deliver personalized and real-time communications to customers that are tailored to their interests, preferences, based on big data mining that customers will value over privacy concerns. The technology (e.g., interaction data from segmentation marketing, transactions data, and sophisticated analytics) should optimize the customer's journey through the array of brands via unique identifiers from customer's profiles that provide enrichment, not just enlargement, of each brand's value proposition. These interactions can vary from simple transactional e-mails to conversations with product experts and recommended selections based on previous purchases from a variety of websites. Through appropriate multivariate analyses and data-reduction techniques, the basic elements e-personalization, namely online purchasing behaviors, personalized communications, information retrieval services, degree of personal web presence, quality assurance of customer service, and the promotion of customization services, were found to be conceptually and statistically related to retailer benefits of e-personalization (e.g., increased buying and creates customer loyalty).
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Chang, Tao-Ku, and Fu-Hao Yeh. "Using the Same PayWord Chains Associated with a Single Account from Multiple Mobile Devices." Wireless Communications and Mobile Computing 2020 (November 20, 2020): 1–6. http://dx.doi.org/10.1155/2020/8882655.
Повний текст джерелаАнотація:
Customer awareness and interest in mobile payments are increasing. However, security and privacy risks remain major barriers to their adoption, with customers worrying about their personal data being hacked or intercepted. In this paper, we present the design of a secure scheme for mobile payments that can guarantee mutual nonrepudiation between the customer, merchant, and banker. A customer can use the proposed scheme to make a payment with the same PayWord chains of a single account from multiple devices.
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Juárez-Lóopez, Berenice, and Grace Aileen Ruiz-Santoyo. "Factors That Influence Consumer Loyalty of Services Acquired via the Internet in Mexico." Journal of Electronic Commerce in Organizations 17, no. 4 (October 2019): 16–29. http://dx.doi.org/10.4018/jeco.2019100102.
Повний текст джерелаАнотація:
Electronic commerce has grown in recent years, which has allowed online companies to get closer to their customers. The challenge is to satisfy buyers and maintain their loyalty. This article proposes an empirical model that contributes to formulating strategies to increase customer loyalty, based on the study of satisfaction, fulfillment, and privacy. This study presents a quantitative methodology, with a causal scope and cross section. A model of structural equations was applied to analyze data from a sample of 384 online buyers of electronic travel services in the Mexican context. The results indicate that privacy and fulfillment have positive effects on customer satisfaction; however, they do not have a significant effect on loyalty. Finally, customer loyalty is positively affected by customer satisfaction. These factors have been studied in various contexts, and the relationship between them has been positive and significant. Lastly, from these findings, specific strategies are considered for the improvement of online companies in other emerging economies.
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Braeken, An, Pardeep Kumar, and Andrew Martin. "Efficient and Privacy-Preserving Data Aggregation and Dynamic Billing in Smart Grid Metering Networks." Energies 11, no. 8 (August 10, 2018): 2085. http://dx.doi.org/10.3390/en11082085.
Повний текст джерелаАнотація:
The smart grid enables convenient data collection between smart meters and operation centers via data concentrators. However, it presents security and privacy issues for the customer. For instance, a malicious data concentrator cannot only use consumption data for malicious purposes but also can reveal life patterns of the customers. Recently, several methods in different groups (e.g., secure data aggregation, etc.) have been proposed to collect the consumption usage in a privacy-preserving manner. Nevertheless, most of the schemes either introduce computational complexities in data aggregation or fail to support privacy-preserving billing against the internal adversaries (e.g., malicious data concentrators). In this paper, we propose an efficient and privacy-preserving data aggregation scheme that supports dynamic billing and provides security against internal adversaries in the smart grid. The proposed scheme actively includes the customer in the registration process, leading to end-to-end secure data aggregation, together with accurate and dynamic billing offering privacy protection. Compared with the related work, the scheme provides a balanced trade-off between security and efficacy (i.e., low communication and computation overhead while providing robust security).
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Foulkes, Timothy. "Speech privacy in customer service call centers." Journal of the Acoustical Society of America 118, no. 3 (September 2005): 1855. http://dx.doi.org/10.1121/1.4778784.
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Lawler, James P. "Customer Loyalty and Privacy on the Web." Journal of Internet Commerce 2, no. 1 (January 2003): 89–105. http://dx.doi.org/10.1300/j179v02n01_07.
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Hakim, Rachman, and Kiptiyah Kiptiyah. "PENGARUH LAYANAN POS GIRO MOBILE TERHADAP KEPUASAN PELANGGAN PT. POS INDONESIA (PERSERO) KABUPATEN PAMEKASAN." YOS SOEDARSO ECONOMICS JOURNAL 3, no. 1 (May 3, 2021): 35–52. http://dx.doi.org/10.53027/yej.v3i1.201.
Повний текст джерелаАнотація:
This study aims to determine the effect of the mobile giro post service on customer satisfaction at PT. Pos Indonesia (Persero) Pamekasan. The research sample used 83 respondents. The method used in this research is quantitative method. The results showed that the variables efficiency, reliability, fulfillment and privacy together had an effect on customer satisfaction at PT. Pos Indonesia (Persero) Pamekasan. As for the results of the t test calculation, the efficiency, reliability and fulfillment variables have no effect on the customer satisfaction variable. Meanwhile, the privacy variable has a positive and significant effect on customer satisfaction.Keywords : Efficiency; Reability; Fulfillment; Privacy; Customer Satisfaction.
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Pugh, Harrison B., Michael K. Brady, and Lucas M. Hopkins. "A Customer Scorned." Journal of Service Research 21, no. 2 (January 18, 2018): 219–34. http://dx.doi.org/10.1177/1094670517746777.
Повний текст джерелаАнотація:
This research examines the implications of manager reprimands of frontline employees following a service failure incident. Drawing upon social exchange theory and looking at both customer and employee reactions, three studies find that customers are more satisfied with failed service encounters when they are aware the employee was reprimanded. This effect is on par with other types of service recoveries, mediated by deontic justice perceptions and moderated by the customer’s just-world beliefs, such that high believers are more satisfied than low believers when they are told about an employee’s reprimand. Direct observation of the reprimand acts as a key boundary condition whereby customers become dissatisfied when they are present during the reprimand. Furthermore, we find that customer perceptions of frontline reprimands are tied to reprimand privacy, whereas employee perceptions are tied to reprimand civility. This research is the first to simultaneously examine the effects of workplace reprimands on customer and frontline employee satisfaction. For managers, our findings illuminate the usefulness of communicating employee reprimands to customers, thus representing a low-cost alternative to other types of recovery efforts.
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Mandal, Pratap Chandra. "Ethical Issues and Concerns in Collection of Marketing Information and Marketing Intelligence." International Journal of Business Intelligence Research 10, no. 2 (July 2019): 16–28. http://dx.doi.org/10.4018/ijbir.2019070102.
Повний текст джерелаАнотація:
Companies require capturing relevant marketing information and marketing intelligence about customers to understand their requirements, formulate marketing strategies, serve them better, and develop customer relationships. Sometimes, it is difficult to collect information because individuals hesitate to share personal information due to a number of reasons. They worry about the manner in which companies use the shared information, and the safety, security, and privacy of the information. The article discusses the sensitive issues of intrusion of privacy of customers, the ethics involved, the responsibilities of marketing researchers regarding sensitive information shared by customers, the possible misuse of the shared information, the preventive measures against misuse of research findings, and the initiatives taken by companies and authorities to protect the privacy of customers. Such actions by companies will instill trust and faith in the minds of customers.
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Sopran, Cepi, Ambar Lukitaningsih, and Nonik Kusuma Ningrum. "PENGARUH WEBSITE DESIGN, CUSTOMER SERVICE, SECURITY PRIVACY TERHADAP OVERALL E-SERVICE QUALITY (Studi Kasus Pada Pengguna Shopee Yogyakarta)." JBE (Jurnal Bingkai Ekonomi) 7, no. 1 (August 5, 2021): 42–55. http://dx.doi.org/10.54066/jbe.v7i1.120.
Повний текст джерелаАнотація:
Penelitian ini bertujuan untuk menjelaskan pengaruh Web Design, Customer Service Dan Security Privacy Terhadap Overall E-Service Quality. Penelitian ini menggunakan empat variabel yaitu Web Design, Customer Service Dan Security Privacy sebagai variabel bebas dan Overall E-Service Quality sebagai variable terikat. Populasi pada penelitian ini adalah yang membeli di Shopee minimal (satu) kaIi. Metode pengambilan sampel menggunakan purposive sampling dengan pengumpulan data menggunakan kuesioner. Hasil penelitian menunjukkan bahwa secara parsial Web Design berpengaruh positif signifikan terhadap Overall E-Service Quality, Customer Service tidak berpengaruh positif signifikan pada Overall E-Service Quality, dan Security Privacy berpengaruh positif signifikan terhadap Overall E-Service Quality Dan Web Design, Customer Service, Security Privacy secara simultan berpengaruh signifikan terhadap Overall E-Service Quality
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Guo, Hong Liang, and He Long Yu. "Position Mobil Information Encryption Algorithm Based on Key Attributes of Reduced Rank Agent under Cloud Storage." Advanced Materials Research 989-994 (July 2014): 2008–11. http://dx.doi.org/10.4028/www.scientific.net/amr.989-994.2008.
Повний текст джерелаАнотація:
The location mobile social networks information privacy protection under the environment of cloud storage and data security of encryption is researched, the traditional data encryption to rank has higher in the length of ciphertext and private key attributes of large matrix, it defines the length of ciphertext data on customer privacy private property and it cannot be revoked. The encryption complexity and security are not good. An improved encryption algorithm based on key attributes of reduced rank agent is proposed, the proxy ReEncryption technology is taken, the ReEncrypt decryption scheme is designed, and private key attributes of bilinear mapping and reduced rank processing is taken, and a communication channel between the user, CSP, trusted third party and data users is established, and the algorithm is obtained. The simulation is taken for testing the customer information data for privacy protection, the simulation results show that it can ensure the length of ciphertext is relatively small, and it has low computational complexity with more security, and it has the very good practical value in encryption communication and privacy protection fields.
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Masyhuri, Muhammad. "Key Drivers of Customer Satisfaction on the E-Commerce Business." East Asian Journal of Multidisciplinary Research 1, no. 4 (May 30, 2022): 657–70. http://dx.doi.org/10.55927/eajmr.v1i4.405.
Повний текст джерелаАнотація:
To survive in the e-retail business, current online retailers should compete with others to retain their customers. Tremendous efforts are required to meet the expectations of demanding online customers. This means that online businesses should understand what key factors determine customer satisfaction to survive in the current e-commerce business. The aim of this paper is to analyze the key factors of customer satisfaction for e-commerce companies. The methodology of this study is based on the work of (Yoon, 2007), which consists of customer service, fulfilment/reliability, ease of use, product/service offering, and security and privacy. The world's two leading e-commerce companies - Amazon and eBay - were selected as best practice examples for this case.
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Adhani, Rizki, and RR Yulianti Prihatiningrum. "Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )." Jurnal Riset Inspirasi Manajemen dan Kewirausahaan 5, no. 1 (March 21, 2021): 14–30. http://dx.doi.org/10.35130/jrimk.v5i1.99.
Повний текст джерелаАнотація:
This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty.
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Pu, Qiyao, Jagdip Singh, Satish Nambisan, Sunita Sah, and Timothy Summers. "Privacy and Personalization Strategies for Winning Customer Trust and Promoting Customer Engagement." Academy of Management Proceedings 2020, no. 1 (August 2020): 18337. http://dx.doi.org/10.5465/ambpp.2020.18337abstract.
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Lambillotte, Laetitia, Yakov Bart, and Ingrid Poncin. "When Does Information Transparency Reduce Downside of Personalization? Role of Need for Cognition and Perceived Control." Journal of Interactive Marketing 57, no. 3 (July 4, 2022): 393–420. http://dx.doi.org/10.1177/10949968221095557.
Повний текст джерелаАнотація:
Companies increasingly use personalization to offer a better experience to their customers. Online personalization enables them to learn from customers’ data and adapt their website content accordingly. Although customers may value personalization, it may also trigger privacy concerns. In this context, both regulators and firms need a better understanding of the process underlying the effect of personalization on privacy concerns, as well as the role of information transparency in this process. Drawing on signaling theory, the authors propose how perceived control may mediate the negative impact of personalization on privacy concerns and hypothesize that the interaction effect of personalization and information transparency depends on customer need for cognition. Findings from two experimental studies show that perceived control is lower on personalized websites than on nonpersonalized websites, which leads to privacy concerns. However, the presence of a transparency message can mitigate the negative effect of website personalization for customers who are in low need for cognition.
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Vun, Albert Chong Yan, Amran Harun, Jaratin Lily, and Charlie Albert Lasuin. "Service Quality and Customer Loyalty." International Journal of Online Marketing 3, no. 2 (April 2013): 1–19. http://dx.doi.org/10.4018/ijom.2013040101.
Повний текст джерелаАнотація:
The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer satisfaction on e-service quality and customer loyalty. The study employed survey strategy using a self-administered questionnaire with professionals working in different industries and business settings located in Sabah, Malaysia. Study results indicated that out of five e- service quality dimensions, efficiency, accessibility, privacy and responsiveness are positively affecting customer satisfaction but in contrast accessibility had insignificant impact on customer satisfaction. Meanwhile, efficiency, accessibility and responsiveness were found to have a positive and significant relationship with customer loyalty. The findings of hierarchical regression indicated that customer satisfaction partially mediated the effects of efficiency, privacy and responsiveness on customer loyalty. Based on these findings, the study implications and suggestions regarding future research are discussed.
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Al-Bashayreh, Mahmood, Dmaithan Almajali, Manaf Al-Okaily, Ra’ed Masa’deh, and Ahmad Samed Al-Adwan. "Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction." Sustainability 14, no. 19 (September 28, 2022): 12310. http://dx.doi.org/10.3390/su141912310.
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This study evaluated the relationships among variables in electronic customer relationship management (e-CRM) success. The purpose of this paper is to examine the effect of technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. Quantitative research methods were applied in examining the causal associations among the primary variables of the study. We used a sample approach called purposive sampling. Data was obtained from 390 completed questionnaires collected from employees, who took part in CRM technology activities, working in Jordanian firms. Data was analyzed via AMOS software version 22, and hypotheses were examined by applying structural equation modelling (SEM). Results revealed that technological readiness, COVID-19, customer pressure, and customer satisfactions had a positive effect on e-CRM success system. Moreover, the study showed that technological readiness, privacy, and level of service quality positively affected customer satisfaction. Additionally, the mediation of customer satisfaction on the association between trust and success of e-CRM system, and also between level of service quality and e-CRM system success, was demonstrated. Practical implications: In practice, this study can help managers and practitioners in implementing e-CRM systems. Moreover, it can drive further empirical studies on the relations among technological readiness, privacy, COVID-19, customer pressure, trust, and level of service quality, besides customer satisfaction. Only few studies had looked into the variables in the success of e-CRM system, in emerging industries of developing countries, specifically, among technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. These gaps were addressed in this study. The current model is also relatively constrained, so it may be expanded in further studies. For instance, the construct of culture might be incorporated to the model to make it more thorough in its examination of the topic at issue.
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Konalingam, Kajenthiran, Umanakenan Ratnam, Achchuthan Sivapalan, and Miresh Naveen. "Enhancing Customer Loyalty Through E-Banking Practices." Business Management and Strategy 8, no. 2 (October 25, 2017): 45. http://dx.doi.org/10.5296/bms.v8i2.12054.
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Enhancing customer loyalty serves as a basic strategy for gaining competitive advantage in the banking industry and enables bankers to make a loyal customer base. The purpose of this work is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to banks via e-banking practices. A questionnaire derived from previous studies and the relevant literature was completed by 472 bank customers in Jaffna city, Sri Lanka. Multiple regression analysis was performed to test hypotheses. The results indicated that customer loyalty was influenced by content & website layout, privacy & security, and accessibility. The findings of this paper contribute to previous research by adding to existing knowledge relating to e-banking practices and customer loyalty in banking industries.
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Mandal, Pratap Chandra. "Information and Intelligence in Direct Marketing." International Journal of Technology Diffusion 13, no. 1 (January 1, 2022): 1–17. http://dx.doi.org/10.4018/ijtd.307149.
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Companies require collecting information and generating intelligence about their customers to attract, influence, and to develop relationships with them. Companies employ direct marketing channels for collecting information from customers. Although collection of information through direct marketing results in authentic information, it raises concerns about the different unfair practices followed by direct marketers. The study discusses about unfair practices adopted by direct marketers in collection of information, the issues of invasion of privacy and security of individuals, and the need for protection of consumer privacy and security. The study also focuses on the various rules and regulations formulated by regulatory bodies and governments of countries to protect customers. Different initiatives which are taken by companies to protect customers are discussed. Direct marketing channels allow companies to collect information about customers. However, companies should ensure customer privacy and security and should think about their welfare for building long-term relationships.
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Pi, Shih Ming. "Customer Satisfaction of Online Music Services in Taiwan." Key Engineering Materials 474-476 (April 2011): 1652–56. http://dx.doi.org/10.4028/www.scientific.net/kem.474-476.1652.
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Many products selling on the Internet channel include music, which also sells in brick and mortar stores and in online stores, developed from digitalized music. This study attempts to explore which influence among the service quality, content quality, and the website service quality affects the paying customers’ satisfaction, and studies the relationship of customer satisfaction and customer loyalty. Further, the study probes the factors of customer relationship management. The research framework is based on the customer relationship management of digital content industry model. Results revealed that privacy, system availability, service provider’s reliability, perceived enjoyment, perceived ease of use, and fulfillment significantly affects consumers’ intentions to be paid-members of online music services.
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Khatoon, Sadia, Xu Zhengliang, and Hamid Hussain. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector." SAGE Open 10, no. 2 (April 2020): 215824402093588. http://dx.doi.org/10.1177/2158244020935887.
Повний текст джерелаАнотація:
This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.
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Narteh, Bedman. "Perceived service quality and satisfaction of self-service technology." International Journal of Quality & Reliability Management 32, no. 4 (April 7, 2015): 361–80. http://dx.doi.org/10.1108/ijqrm-08-2012-0113.
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Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the literature was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, confirmatory factor analysis were used to identify the dimensions of ATM service quality and their relationship with customer satisfaction. Findings – The study found convenience, reliability, ease of use, privacy and security, responsiveness and fulfillment to be the major dimensions of ATM service quality. Apart from security and privacy, these dimensions are significantly related to customer satisfaction. Practical implications – The ATM quality dimensions found in this study provide practical guidelines for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a sense of what issues to focus on in order to improve service delivery through the ATMs. Originality/value – The ATM service quality dimensions found in this study have enriched knowledge in electronic banking usage in developing countries such as Ghana. In addition, the study also provides bank managers with insights into how to improve customer satisfaction in retail banking through the usage of ATMs.
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Jäppinen, Pekka, Mika Yrjölä, and Jari Porras. "Privacy conscious architecture for personal information transfer from a personal trusted device to an HTTP based service." Journal of Communications Software and Systems 1, no. 2 (April 6, 2017): 107. http://dx.doi.org/10.24138/jcomss.v1i2.308.
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Modern services request personal information from their customers. The personal information is not needed onlyfor identifying the customer but also for customising the service for each customer. In this paper we first analyse the existing approaches for personal information handling and point out their weaknesses. We desribe an architecture for the delivery of personal information from the customer to the HTTP based service in the Internet. For personal information storing our architecture relies on a mobile device, such as a customer’s mobile phone. The access of the service is conducted with a traditional desktop computer. The information is transmitted to the serviceon request via a desktop computer that fetches the information from a mobile device over a wireless link.The goal of our approach is to simplify the use of servicesby helping the customer to provide the required personal information. Furthermore our approach is designed so that existing services require only minor changes. We introduce methods for the customer to control his own privacy by providing notation to define the required security measures for automated data transfer. Finally we discuss the possible security risks of our architecture.
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Jenneboer, Liss, Carolina Herrando, and Efthymios Constantinides. "The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review." Journal of Theoretical and Applied Electronic Commerce Research 17, no. 1 (January 21, 2022): 212–29. http://dx.doi.org/10.3390/jtaer17010011.
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More and more companies have implemented chatbots on their websites to provide support to their visitors on a 24/7 basis. The new customer wants to spend less and less time and therefore expects to reach a company anytime and anywhere, regardless of time, location, and channel. This study provides insight into the influence of chatbots on customer loyalty. System quality, service quality, and information quality are crucial dimensions that a chatbot must meet to give a good customer experience. To make a chatbot more personal, companies can alter the language style. Human-like chatbots lead to greater satisfaction and trust among customers, leading to greater adoption of the chatbot. The results of this study showed that a connection between chatbots and customer loyalty is very likely. Besides, some customers suffer from the privacy paradox because of personalization. Implications of this study are discussed.